Operations

09 Aug

One bad policy can destroy a brand

I was on the receiving end of a customer experience this week that completely and irrevocably changed the opinion I had of a particular company. And while I’m tempted to name and shame, there’s a bigger lesson to be shared. Without going into specifics of what and who, the crux of...

09:00 / Brand / Customer Experience / Operations

01 Jun

Why McDonald’s is in a McPickle

What’s going on with McDonald’s lately? The what’s going on with part of the question refers to recent campaigns such as “How very UnMcDonald’s”, and Hipster Hamburglars. Amidst falling global sales and food scares in Asia, the 70-year-old company appears to be flailing more than a bit while trying to figure out how...

09:00 / Operations / Org Identity / Promises

27 Oct

The possibility and peril of partnerships

Everyone in business has to form partnerships of one kind or another. Sometimes they are a massive joint venture, sometimes they support operations, and sometimes they are just obvious marketing ploys wrapped up in a partnership bow. Like the one highlighted in a recent Oliver Burkeman article. It seems hotelier Marriot has...

09:00 / Operations / Values

10 Dec

2Day FM, Virgin Mobile US and self-inflicted woe

I was talking at a Churchill Club event this past week around brand and one of the key messages I had for the audience was that while brand is certainly the result of the promises you keep, whether you keep them or not first shows up in what you do...

02:54 / Operations / Org Identity / Promises / Unheroic Work

09 Jul

The ripple effect

I’m going to share something with you that can help transform how you think about aligning your actions and decisions as an organisation. And if you can do that, you can start to make some serious headway in achieving a strong, lasting brand result. It’s called the ‘Ripple Effect’ because it’s a...

09:00 / Operations / Unheroic Work